Every visit verified. Every answer recorded.
Lana phones the payer’s provider line the night before, reads the identifiers back, asks the questions in order, and files the answer with a reference number and the recording.
Runs on Savoir, auro’s model for the call, the read-back and the reference number. →Book a demo
The whole verification, end to end. The night-before run, the call itself, the record it leaves, and what the front desk gets back.
The night before
Tomorrow’s schedule is read at close of business. Every visit with a payer on file becomes a call, placed while the practice sleeps, so the flags are waiting at eight.
A real phone call
Lana dials the payer’s provider line the way a biller does. Not a portal scraper, not a screen reader: a call the payer can hear and record too.
Through the IVR
Keypad menus, speech assistants and recorded preambles are handled on the line’s own terms. Lana keys what the line asks for, waits through what it plays, and speaks when a person picks up.
Registered with the payer
Some payer lines only work with named AI callers. auro registers Lana with them, so the rep hears a caller they are allowed to help.
The call itself
Every call runs the same protocol in the same order, so a verification from Lana reads the same whichever payer answered. The average call runs 41 seconds; the longest live rep call on record ran 12.6 minutes, recorded end to end.
Read back, digit by digit
Member ID, date of birth, NPI and TIN are read back and confirmed before the first question, so every answer is about the right patient and the right practice.
The questions, in order
Active coverage. Plan type. Copay and coinsurance. Deductible met. Visit limits and MNT hours used. Referral or prior authorization needed. Telehealth covered. Then the reference number.
Flags, not guesses
A rep who is unsure makes a flagged visit, never an invented answer. The flag says what was asked and what was heard. Zero invented answers, by design.
The record
The call is the receipt. What the rep said is kept beside what Lana wrote down, so the practice never has to take anyone’s word for it.
Recording and transcript
Audio of the whole call and a turn-by-turn transcript, timestamped, kept thirty days under the BAA.
The review queue
Only the calls that need a person come to a person: the flagged visit, the line that never opened, the rep who could not answer. Each with the reason and the recording.
Denials answered
When a claim comes back denied, the practice answers with the payer’s own words, the reference number and the time of the call.
How practices use Lana verification
The night run
Tomorrow’s schedule verified overnight. The front desk opens to a list of visits with a benefit on each, and the two that need a look at the top.
Batches
A CSV of patients becomes a list of verifications. Rows are counted in the browser before anything leaves it; nothing is uploaded until the practice says go.
After hours
Calls queued after a payer closes wait for the line to open, then run. The result lands on the record the same way, with the same recording behind it.
What the front desk gets back
A front desk verification is a phone held to an ear through the hold music, a form filled by hand and an answer nobody recorded. Lana returns the same answer with the recording and the reference number, while the desk is doing something else.
Denials
The recording and the transcript answer a denial in the payer’s own words, with the reference number and the time of the call.
Tomorrow’s schedule verified overnight. The front desk opens to a list of visits with a benefit on each, and the two that need a look at the top.
“The front desk used to spend three hours on hold. Now they spend zero.”
“Every call is recorded and timestamped. When a payer disputes, we play the tape.”
“Lana found a deductible reset we would have billed against. That one call saved us four hundred dollars.”
The provider lines Lana works, in the payer’s own order.
Lana calls:
Cigna
UnitedHealthcare
Aetna
Blue Cross Blue Shield
Medicare
Built for the most sensitive records
Every default is the strict one. What the practice can prove to an auditor is what the software enforces: the BAA, the audit log, encryption at rest and in transit, retention and purge, and a boxed model that interprets but never holds the record.
More about trust